Zendesk Suite
ZendeskExternal reviews
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Most user friendly support tool I've ever used.
What do you like best about the product?
The UI / UX of Zendesk is probably what I like the most about it.
What do you dislike about the product?
I cannot think of any issues with Zendesk as such, the only feedback I have is that there could be more customization options for each user.
What problems is the product solving and how is that benefiting you?
We primarily used Zendesk Support Suite for effectively managing support tickets. It has a very robust platform to work on support tickets.
Recommendations to others considering the product:
I would recommend Zendesk if you're looking for a support management tool.
Easy to use
What do you like best about the product?
Customizations in ticketing and Guide.
Online documentation.
Responsiveness of Support.
Online documentation.
Responsiveness of Support.
What do you dislike about the product?
Integrations do not manage multiple instances.
Multibranding does not support multiple authentication tool instances.
Multibranding does not support multiple authentication tool instances.
What problems is the product solving and how is that benefiting you?
Tickets and Knowledge base management, reporting, automations.
Perfect Solution
What do you like best about the product?
Automation of tasks and management of projects makes organizing daily todos easy. Being able to assign tasks to team members is crucial for us, and makes our workflow 10x better.
What do you dislike about the product?
There are a few limitations like statuses that would be great to be able to edit and customize. Adding the ability to add and edit statuses would bring this product to the next level.
What problems is the product solving and how is that benefiting you?
Organization of tasks, and management of inbound requests. This allows us to track, assign, and complete tasks in an organized and precise way to ensure nothing falls between the cracks.
Great product.
What do you like best about the product?
It's fast and reliable, I do feel it has more resourceful support agents and make thing flow faster. Love the facility that it takes to ask for a request. Great product.
What do you dislike about the product?
I dislike that there are no call features. I do love to have a human conversation to describe the problem faster and it should take some efforts from the agent as well.
What problems is the product solving and how is that benefiting you?
I had an API issue with reporting. Spam attack that was slowing me down. It was super streamlined and they provided a great resolution to the problem I was having.
Zendesk is a solid CRM for any size business
What do you like best about the product?
Customizable and dynamic, you're able to bridge together several teams or business units to work together in an effective way. We've been able to set up multiple integrations with other tools using webhooks and other native integrations to help make actionable triggers that save us time and process effort. Reporting is very powerful.
What do you dislike about the product?
Unable to configure CSAT surveys beyond a basic thumbs up, thumbs down, comment. We also wish that you could do things like automating Ticket updates (public replies) and the Explore platform is powerful, but also quite tricky. It took us several years to get a reliable and solid dashboard - but now that it's set up it makes out business run.
What problems is the product solving and how is that benefiting you?
We use Zendesk support suite to support our customers from end to end, onboarding to break/fix. We've grown from 1 support person to over 35 worldwide and Zendesk was able to scale with us.
Zendesk Support Suite
What do you like best about the product?
We ultimately choose Zensesk as our CRM because everything is integrated in one place - chat, email and phone. It really creates a great agent experience which in turn creates an even better customer experience.
What do you dislike about the product?
We are a small organization and don't have the staffing to hire a developer, so learning some of the complexities with Zendesk can be challenging as we scale.
What problems is the product solving and how is that benefiting you?
Our last CRM was more segmented and disjointed and Zendesk was easy to deploy and get up and running quickly.
Zendesk is so powerful and useful to use
What do you like best about the product?
Integration automations and capabilities with other apps.
What do you dislike about the product?
Some configurations are still not ready.
What problems is the product solving and how is that benefiting you?
It´s helping us with customer succes. It's the best tool for our agents
Superb Zendesk
What do you like best about the product?
We are now getting real time engagements with our customers. Also, setting up is easy. If you get on a hurddle, zendesk support team is there to help.
What do you dislike about the product?
For me I dont see any downsides. Zendesk works for us
What problems is the product solving and how is that benefiting you?
Zendesk solves realtime inquiries from our customers in multiple channels
I constantly have specific questions about the product and support always provides accurate answers
What do you like best about the product?
I like zendesk for its great feature set for building a quality support department. It's convenient to have all appeals in one place, track analytics, and easily create articles in the help center for both my clients and agents.
What do you dislike about the product?
Some additional features are missing:
- internal SLA
- custom ticket statuses
- agent statuses for working with tickets, chats and calls
- ticket routing
- support of other languages in the answer bot
Most of this has already been announced by zendesk. So I'm looking forward to the these improvements
- internal SLA
- custom ticket statuses
- agent statuses for working with tickets, chats and calls
- ticket routing
- support of other languages in the answer bot
Most of this has already been announced by zendesk. So I'm looking forward to the these improvements
What problems is the product solving and how is that benefiting you?
The main problem that zendesk suite solves is that the entire history of communication with customers is stored in one place
Recommendations to others considering the product:
With the choice of zendesk suite you get a powerful tool to build your support. Chats, emails, calls, social networks - all in one place. In addition, you will be able to track analytics with the powerful Zendesk Explore tool
Highly customizable, easy to use
What do you like best about the product?
Stable, comfortable. Easy to use and get around with lots of insights.
What do you dislike about the product?
Takes long enough to find how to reach out to the support team directly but the chat reps help find the relevant topic and provide further explanations. For some reason they disabled the sort by subject which is weird because it was super useful. Also I think there could've been easier ways to answer to multiple tickets simultaneously.
What problems is the product solving and how is that benefiting you?
We've been using Zendesk for years to manage customer tickets and split work between agents. We can get insights on the response times and easy to use macros, lot of ways to organize tickets.
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